[otrs] ACL for empty value in properties

17 May 2017

      Hi all,

We  want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value.

Our  last config is like this:

  ConfigChange:
    PossibleNot:
      Ticket:
        State:
        - closed successful
        - closed unsuccessful
  ConfigMatch:
    Properties:
      Frontend:
        Action:
        - AgentTicketPhone
      Service:
        ServiceID:
        - '[RegExp]^$'

We've also tried with these variants:

option a)
      Service:
        ServiceID:
        - '[NotRegExp]^.+$'

option b)
      Service:
        Name:
        - '[RegExp]^$'

option c)
      Service:
        Name:
        - '[NotRegExp]^.+$'

We've got the ACL debug mode on and it shows matching Action but shows nothing on Service.
Could you help us? What are we missing?

Kind regards,
Juan Clavero

[otrs] ACL for empty value in properties

Juan Manuel Clavero Almirón